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Community Manager

Date: Aug 18, 2019

Location: London, United Kingdom

Company: KPMG UK

The Global Collaboration and Knowledge [GC&K] department reports to the Global Head of GC&K and works collaboratively across a number of teams to deliver an integrated GC&K service. We work closely with functions and member firms to provide collaboration and knowledge programs and products that enable KPMG employees to turn knowledge into insights and value for KPMG and our clients. Our operating model connects our stakeholders with Business Relationship Managers and Capability Hubs to create a compelling set of knowledge and collaboration products and services. Our mission is to apply a customer-centric and execution-focused approach to connect KPMG professionals across the globe to intelligent content to better serve our clients.


Communities are made-up of experts or people with a common interest. They enable richer relationships to be developed, trust to be established and target outcomes to be achieved and rewarded. The GC&K Community Enablement Program will enable KPMG to leverage best-practice community management approaches to achieve business goals such as:

- More effectively supporting clients through peer-to-peer knowledge sharing.
- More quickly ramping-up new employees by giving them access to the tacit expertise of peers
- Accelerating and improving innovation cycles by better connecting market needs and internal expertise through co-creation, ideation and iterative feedback loops.
- Reducing duplication by encouraging and enabling employees to easily share their expertise.
- More effectively recognizing and rewarding the expertise of community members.
- Reacting more quickly and effectively to market opportunities or threats.
Communities Managers lead the implementation of community management activities within the communities they support. They will have a hands-on role supporting communities and making them a success. They will drive a roadmap of community activities under the guidance and support of the Community Strategist and the Capability Lead - Community Enablement Hub. They will build sustainable, strong, positive and trusting relationships with community members by listening to and understanding community needs and identifying opportunities to add value. The scope of the role typically involves monitoring community activity, driving communications, awareness and engagement among community members and building and growing the community by identifying, articulating and reinforcing the WIIFM factor for community members.

Key Accountabilities

- Develops/maintains a deep understanding of the community subject area and monitors external developments in the subject area.
- Acts as the face and voice of the community. Works with community members to make the community successful, helping them find value in visiting and participating in the community.
- The Community Manager will ensure a strong community 'heartbeat' by building relationships, setting expectations, managing the delivery of content strategies and supporting community programming (events, calls etc.).
- Ensures that the agreed values, behaviors and content artefacts of a specific community are shared in a way that provides benefit both to the members of the community and to the broader KPMG organization.
- Measures and reports community performance in line with the defined metrics plan.
- Listens to understand community needs. Monitors and moderates ongoing community activity, responding and escalating as appropriate.
- Promotes and highlights ideal member behaviors. Facilitates the member welcoming experience and connections among community members.
- Harvests, curates, manages and shares content of interest to members in alignment with the content strategy including creating text-based content (Blog posts, newsletters, etc.) as necessary.
- Manages and administers community platforms and tools in partnership with the C&K platform team.
Technical Skills & Qualifications

• MS Office proficiency (Word, Excel, PowerPoint, MS Project)
• Good knowledge of SharePoint, 0365 and web technologies.
• Good grounding in collaboration & knowledge, including portals, people findability, enterprise collaboration technologies, content management systems and related technologies.
• Good understanding of content management, content strategies and editorial calendars.
• Good understanding of knowledge and collaboration platform best practices, principles and emerging technologies.
• Good knowledge and understanding of analytics for knowledge and collaboration and how it can enhance business activity in a global environment
• Bachelors/Master’s Degree in Information Science / Library Science or related discipline or strong equivalent experience in the field.
• Demonstrable relevant work experience.

Experience & Knowledge

Empathetic with a knack for understanding community members and their motivations, needs and goals. They will have a firm grasp of community management as well as business context, which will help them build relationships and make smart decisions while managing the community. They will have strong interpersonal, communication and critical thinking skills and are naturally curious and empathetic.

- Can take a broad-based view of issues, events and activities and a perception of their longer term impact or wider implications.
- Experience in providing or facilitating forward-thinking knowledge management services to a large complex business group, with demonstrable commercial awareness.
- Can swiftly develop a sound understanding of the business landscape the community is operating in.
- A good understanding of the use of technology and its potential to impact the delivery of community enablement services.
- Comfortable supporting communities in ambiguous situations, communicating and persisting in change efforts.
- Excellent communication and relationship building skills.
- Program management skills including the ability to manage multiple projects simultaneously.
- Documented high performer over a sustained period.
- High comfort level working and collaborating in a virtual, global environment.
- Highly responsive with proven ability to take initiative and interact with all levels of management.
- Ability to anticipate and respond to customer needs.
- Experience of delivering end-to-end knowledge sharing solutions, initiatives, processes and culture.

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